IT Service Desk Engineer- 3rd Shift

IT Service Desk Engineer - 3rd Shift

Location:

Lake Forest, Illinois

Posted:
April 1, 2026

Built on service. Powered by people. Impact is a national managed services provider that invests in great people and delivering exceptional service. We are looking for a Service Desk Engineer to help shape our next phase.

Service Desk Engineers will be utilized in many capacities to ensure proper management and support of our Managed IT clients' networks. They will serve as Tier 1 and Tier 2 resources for operational IT issues that can be diagnosed and troubleshot remotely. Remote troubleshooting for Impact customers and escalations have to advanced engineering teams as necessary. The Service Desk is based out of the Unified Support Operations center and provides 100% in-house technical support for clients.

The available third shift is Monday‑Friday 12 AM‑9 AM.

Technical

• Provide Tier 2 end‑user IT support escalated by Tier 1 Analysts
• Identify, document, and troubleshoot user computing issues to resolution and maintain customer satisfaction
• Identify user problems and work within a structured problem management and resolution process to maintain customer satisfaction
• Work with Impact advanced engineering resources and vendors to deliver effective escalated support and services

Documentation and reporting

• On‑time documentation of issues within Impact's ticketing system
• Run historical reports to identify reoccurring service disruptions
• Document problem resolution and processes
• Assist with onboarding of new clients and users
• Run diagnostic applications to resolve problems

General

• Participate in ongoing training and attainment of manufacturer certifications
• Develop and maintain relationships with customers and engineers that further develop our company's positive reputation through exceptional customer service

Required Skills and Experience

• Windows Server 2019‑2025 Administration
• Active Directory management and maintenance
• DNS, DHCP, VPN and foundational networking and connectivity concepts
• Ability to manage user accounts, licenses, and permissions through Office 365 admin portal
• Fundamental troubleshooting of Office 365 applications and services
• Strong IT diagnostic abilities
• Strong written and verbal communication skills
• Working experience as a NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, etc.

Valued Skills and Experience

• Remote Desktop Services and RMM familiarity
• VMWare, Hyper‑V and other virtualization technologies
• Azure and other cloud solutions
• Microsoft Exchange, SQL, and SharePoint management
• Storage solutions: SAN, NAS, and Shared Storage
• Experience as part of a Microsoft Partner organization
• Experience working for a managed services organization

Valued Certifications, Licenses, Registrations

• Microsoft Fundamentals and Associate certifications
• CompTIA A+, Network+, Server+, Security+, etc. certifications
• Cisco certifications

• Innovation
  :
  We embrace change because innovation lives outside the comfort zone.
• Passion
  :
  We are driven by purpose, fueled by passion, and obsessed with making an impact.
• Honesty
  :
  We are fiercely transparent and consistently honest.
• Fun
  :
  We fuel work with fun, knowing life's too short for boring.
• Low Ego
  :
  We champion ideas over titles, because brilliance knows no rank.
• One Team
  :
  We win as a team, we lose as a team, we are one team.

The typical base salary range for this role is $52,500 to $59,500. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensure(s), and other organizational needs. Impact may offer applicable incentive compensation plans depending on role and/or department. Full compensation details can be discussed with an Impact Talent Acquisition team member at the start of the interview process.

• 5‑year Tiffany & Co. Gift Card, 10‑year Custom Rolex, 20‑year $20,000 Check incentive rewards
• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
• Development and growth opportunities with on‑going training & continued education reimbursement
• 401(K) & retirement plans with complimentary financial advisory services
• Comprehensive health, disability, life, dental, and vision plans

For more information, visit

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business needs and regulatory requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.